Assignment 1 BSL 4040 Communication Skills for Leaders  Beebe, S. A., & Mottet, T. P. (2016). B

Assignment 1 BSL 4040 Communication Skills for Leaders

 Beebe, S. A., & Mottet, T. P. (2016). Business and professional communication: Principles and skills for leadership (3rd ed.). Pearson. 

1. (400 words)  Describe the best practices for working in a virtual team using the concepts covered on pages 114–116 in the textbook.  chapter 9.1.3: in attached file (working in virtual teams)

2. (400 words)  Develop an agenda for an upcoming meeting. Develop a meeting goal or goals, and identify the sequence of agenda items. After you have written your agenda, write a brief explanation of why you structured your agenda as you did.

3. (400 words) Attend a public meeting, such as your local school board, city council, or campus council, or reflect upon a meeting you have attended in the past. Using the principles and skills discussed in this chapter, evaluate the meeting using the five principles of leadership. Were group members self-aware and aware of comments and actions of others? How effectively did group members use verbal messages to make their points and organize their ideas? Did nonverbal messages provide supportive and positive reinforcement of others' comments? How effectively did group members listen and respond to messages? What evidence did you find that group members appropriately adapted their message to others during the course of their conversations.

Assignment 2 BSL 4080 Creative Thinking and Problem Solving

 Boss, J. A. (2017). THiNK: Critical thinking and logic skills for everyday life (4th ed.). McGraw-Hill Education. https://online.vitalsource.com/#/books/9781307576726 

(2 pages in length) The general purpose of a reflection paper is to capture one’s thoughts and impressions. In that spirit, capture your impressions on how you would go about implementing an organizational culture that fosters creative thinking and innovative behavior.

Identify the elements of an organizational culture that promote creative thinking. Try to draw on personal experience and be creative in providing context for moving forward. In other words, based on the information in this lesson and while reflecting on past experiences, capture your initial impressions on how you would create the culture described here. [Learning Outcome 5.1]

Discuss the leadership practices that will promote the elements identified. Discuss the context, meaning the type of organization/industry. You are reflecting on a hypothetical company and situation, so you are encouraged to find an area of passion in your life and use that as the context. Consider also how you will apply what you have learned to your professional life in the future. [Learning Outcome 5.2]

Boston Columbus Indianapolis New York San Francisco Upper Saddle River Amsterdam Cape Town Dubai London Madrid Milan Munich Paris Montreal Toronto Delhi

Mexico City Sao Paulo Sydney Hong Kong Seoul Singapore Taipei Tokyo

Business and Professional Communication Principles and Skills for Leadership

THIRD EDITION

Steven A. Beebe Texas State University

Timothy P. Mottet Northwest Missouri State University

Editor-in-Chief: Ashley Dodge Managing Sponsoring Editor: Sutapa Mukherjee Managing Editor: Amber Mackey Program Manager: Carly Czech Editorial Assistant (Program Support): Casseia Lewis Editorial Assistant (Customer Support): Pauline Kitele Senior Marketing Coordinator: Susan Osterlitz Editorial Project Manager: David Ploskonka, iEnergizer Aptara®, Ltd. Development Editor: Jessica Carlisle, iEnergizer Aptara®, Ltd. Asset Development Project Management: LearningMate Solutions, Ltd. Senior Operations Supervisor: Mary Fischer Operations Specialist: Diane Peirano Associate Director of Design: Blair Brown Interior Design: Kathryn Foot Cover Director: Maria Lange Cover Project Manager: Heather Marshall, Lumina Datamatics, Inc. Cover Image: Rawpixel/Fotolia Director of Digital Studio: Sacha Laustsen Digital Studio Project Manager: Liz Roden Hall Full-Service Project Management and Composition: Mohinder Singh, iEnergizer Aptara®, Ltd. Printer/Binder: Courier/Kendallville Cover Printer: Courier/Kendallville

Credits and acknowledgments borrowed from other sources and reproduced, with permission, in this textbook appear on appropriate page within.

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Library of Congress Cataloging-in-Publication Data

Beebe, Steven A. Business and professional communication : principles and skills for leadership / Steven A. Beebe, Texas State University, San Marcos, Timothy P. Mottet, Texas State University, San Marcos.—Third Edition. pages cm Revised edition of the authors’ Business and professional communication, 2013. ISBN 978-0-13-397348-8 — ISBN 0-13-397348-4 1. Communication in management. 2. Business communication. 3. Leadership. 4. Communication. I. Mottet, Timothy P. II. Title. HD30.3.B42 2015 658.4’5—dc23 2015012364

10 9 8 7 6 5 4 3 2 1

ISBN-10: 0-133-97348-4 ISBN-13: 978-0133-97348-8

Dedicated to:

Sue Beebe

—SAB

Rick Gonzalez

—TPM

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v

8 Interviewing Goals 91

9 Collaborating in Teams 109

10 Enhancing Team Meetings 127

11 Developing Your Professional Presentation 146

12 Delivering Professional Presentations 169

13 Informing, Persuading, and Making Special Presentations 188

14 Writing for Business 210

1 Communicating and Leading at Work 1

2 Being Aware of How You Communicate at Work 13

3 Using Verbal and Nonverbal Messages 24

4 Listening and Responding 36

5 Adapting to Differences 47

6 Relating to Others at Work 61

7 Interviewing Principles and Skills 75

Brief Contents

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Recap 16

2.2 Be Aware of Leadership Assumptions 16 2.2.1 Classical Approach Assumptions 16 2.2.2 Human Relations Assumptions 16 Leaders Communicating @ Work 17

2.2.3 Human Resources Assumptions 17

2.3 Be Aware of Organizational Culture 17 Communication Ethics @ Work 18

2.3.1 Organizational Culture is Communicated Both Explicitly and Implicitly 18

2.3.2 Organizational Culture Includes Multiple Factors 18

2.3.3 Using Organizational Culture to Lead 19

2.4 Be Aware of Organizational Power 20 2.4.1 Types of Organizational Power 20 2.4.2 Abuse of Organizational Power: Sexual

Harassment 21 #Technology and Communication @ Work 21

Summary: Being Aware of How You Communicate at Work 22

3 Using Verbal and Nonverbal Messages 24

3.1 Communicating Clear Verbal Messages 25 #Technology and Communication @ Work 26

3.2 Communicating Supportive Verbal Messages 26 3.2.1 Use Descriptive “I” Language Rather Than

Evaluative “You” Language 26 3.2.2 Solve Problems Rather Than Control Others 27 3.2.3 Be Genuine Rather Than Manipulative 27 3.2.4 Empathize Rather Than Detach from Others 27 Recap 28

3.2.5 Be Flexible Rather Than Rigid 28 3.2.6 Present Yourself as Equal Rather Than

as Superior 28

3.3 Understanding Nonverbal Message Characteristics 29

3.3.1 Nonverbal Messages Form Relationships 29

3.3.2 Nonverbal Messages Express Truth 29 3.3.3 Nonverbal Messages Are Culture Bound 29

3.4 Using and Interpreting Nonverbal Messages 29 3.4.1 Physical Appearance 29

PHYSICAL ATTRACTION • CLOTHING • ARTIFACTS

3.4.2 Voice 30 3.4.3 Gestures and Body Movement 31

EMBLEMS • ILLUSTRATORS • REGULATORS

3.4.4 Facial Expression and Eye Contact 31 Leaders Communicating @ Work 32

Preface xiii Acknowledgments xv

1 Communicating and Leading at Work 1 1.1 Communication and Leadership 2

1.1.1 Communication and You 2 1.1.2 Leadership and You 3

1.2 Communication: Making Sense and Sharing Sense 3 1.2.1 The Nature of Communication 3

COMMUNICATION IS ABOUT MAKING SENSE • COMMUNICATION IS ABOUT SHARING SENSE • COMMUNICATION IS ABOUT CREATING MEANING • COMMUNICATION OCCURS THROUGH VERBAL AND NONVERBAL MESSAGES

1.2.2 The Components of Communication 4

1.3 Leadership: Influencing Others Through Communication 5

1.3.1 The Relationship Between Leadership and Communication 6

Leaders Communicating @ Work 6

1.3.2 Leading Versus Managing 7 1.3.3 Leading Versus Following 7 1.3.4 Leading and Technology 7 #Technology and Communication @ Work 8

1.4 Leading Others: Applying Communication Principles at Work 8

1.4.1 Principle One: Leaders Are Aware of Their Communication with Themselves and Others 9

Communication Ethics @ Work 9

1.4.2 Principle Two: Effectively Use and Interpret Verbal Messages 10

1.4.3 Principle Three: Effectively Use and Interpret Nonverbal Messages 10

1.4.4 Principle Four: Listen and Respond Thoughtfully to Others 10

1.4.5 Principle Five: Appropriately Adapt Messages to Others 10

Recap 11

Summary: Communicating and Leading at Work 11

2 Being Aware of How You Communicate at Work 13

2.1 Be Aware of Leadership Approaches 14 2.1.1 The Trait Approach 14 2.1.2 The Functional Approach 14 2.1.3 The Styles Approach 15 2.1.4 The Situational Approach 15 2.1.5 The Transformational Leadership Approach 15

Contents

vii

viii Contents

3.4.5 Space 32 3.4.6 Time 33 3.4.7 Touch 33 3.4.8 Physical Environment 33 Summary: Using Verbal and Nonverbal Messages 34

4 Listening and Responding 36 4.1 Hearing and Listening 37

4.1.1 The Difference Between Hearing and Listening 37 4.1.2 Listening Problems 38 Leaders Communicating @ Work 38

4.2 Turning off Competing Messages 38

4.3 Listening with your Eyes 39

4.4 Listening to Understand Both Major Ideas and Details 40

Communication Ethics @ Work 40

4.4.1 Listen for Major Ideas in the Message 41 4.4.2 Listen for the Details in the Message 41 #Technology and Communication @ Work 41

4.4.3 Link the Details with the Main Ideas 42 Recap 42

4.5 Responding Effectively 42 4.5.1 Responding Verbally 43 4.5.2 Responding Nonverbally 43 Rating Scale 4.1 43

4.5.3 Responding Empathically 43 ASK APPROPRIATE QUESTIONS • PARAPHRASE MESSAGE CONTENT • PARAPHRASE EMOTIONS

Summary: Listening and Responding 45

5 Adapting to Differences 47 5.1 Adapting to Social Style Differences 48

5.1.1 Identifying Social Style 48 Rating Scale 5.1 49

Communication Ethics @ Work 50

5.1.2 Adapting to Social Styles 50

5.2 Adapting to Cultural Differences 51 Leaders Communicating @ Work 52

5.2.1 Cultural Context 52 5.2.2 Cultural Values 53

INDIVIDUALISM VERSUS COLLECTIVISTIC • DECENTRALIZED VERSUS CENTRALIZED POWER

#Technology and Communication @ Work 53

ACCEPTANCE OF UNCERTAINTY VERSUS PREFERENCE FOR CERTAINTY • SHORT-TERM VERSUS LONG-TERM ORIENTATION • MASCULINE VERSUS FEMININE VALUES

5.2.3 Strategies for Adapting 54 Recap 55

5.3 Adapting to Gender Differences 55 5.3.1 Conversational Rituals 56

RITUAL APOLOGY • RITUAL OPPOSITION • COMPLIMENTS • SMALL-TALK RITUALS

5.3.2 Strategies for Adapting 57

5.4 Adapting to Generational Differences 58 5.4.1 Understanding Generation Y 58 5.4.2 Strategies for Adapting 59 Summary: Adapting to Differences 60

6 Relating to Others at Work 61 6.1 Relating to Your Manager 62

Leaders Communicating @ Work 63

6.2 Relating to Your Coworkers 64 A Few Recommendations 65

6.3 Relating to Those You Lead 65 Recap 66

6.4 Understanding Conflict Styles 66 6.4.1 Avoider 67 6.4.2 Accommodator 67

6.4.3 Competitor 67

6.4.4 Collaborator 67

6.4.5 Compromiser 67

6.5 Managing Conflict at Work 68

6.5.1 Skills for Managing Emotions 68 SELECT A MUTUALLY ACCEPTABLE TIME AND PLACE TO DISCUSS THE CONFLICT • MONITOR THE EMOTIONAL TEMPERATURE • BE NONVERBALLY RESPONSIVE TO OTHERS • AVOID PERSONAL ATTACKS, NAME-CALLING, PROFANITY, AND GUNNY-SACKING

6.5.2 Skills for Managing Conflict Conversations 69

DESCRIBE THE PROBLEM • ACHIEVE UNDERSTANDING • IDENTIFY GOALS • BRAINSTORM SOLUTIONS • SELECT THE BEST SOLUTION

Communication Ethics @ Work 71

6.5.3 Skills for Managing Bullies 71 #Technology and Communication @ Work 72

Summary: Relating to Others at Work 73

7 Interviewing Principles and Skills 75 7.1 Preparing the Interview 76

7.1.1 Identify the Interview Goal 77 7.1.2 Identify the Appropriate Person 77

CONSULT PROFESSIONAL ORGANIZATIONS AND MEMBERSHIP DIRECTORIES • USE ORGANIZATIONAL WEBSITES • USE PERSONAL CONTACTS, ACQUAINTANCES, AND NETWORKS • USE YOUR INSTRUCTORS • CALL THE ORGANIZATION DIRECTLY

7.1.3 Arrange the Interview 78 SCHEDULE TIME • IDENTIFY LOCATION • ARRANGE PHYSICAL SETTING

#Technology and Communication @ Work 78

7.2 Structuring the Interview 79 7.2.1 Identify Interview Topics 79 7.2.2 Write Interview Questions 80

OPEN QUESTIONS • CLOSED QUESTIONS • PROBING QUESTIONS • HYPOTHETICAL QUESTIONS

Recap 81

Contents ix

8.3 Appraisal Interviews 103 8.3.1 Preparing an Appraisal Interview 104

IDENTIFY THE INTERVIEW GOAL • ANALYZE THE INDIVIDUAL’S PERFORMANCE

#Technology and Communication @ Work 105

SCHEDULE THE INTERVIEW

8.3.2 Conducting an Appraisal Interview 105 OPEN THE INTERVIEW • PROCESS THE INTERVIEW • CLOSE THE INTERVIEW

8.3.3 Following Up an Appraisal Interview 107 ACKNOWLEDGE CHANGED BEHAVIOR • READDRESS UNCHANGED BEHAVIOR

Recap 107

Summary: Interviewing Goals 108

9 Collaborating in Teams 109 9.1 Elements of Teamwork 110

9.1.1 Differences Between Groups and Teams 110 WHAT’S A GROUP? • WHAT’S A TEAM?

Recap 112

9.1.2 Characteristics of Effective Teams 112 SPECIFY A CLEAR, ELEVATING GOAL • DEVELOP A RESULTS- DRIVEN STRUCTURE • INCLUDE COMPETENT TEAM MEMBERS • DEVELOP A UNIFIED COMMITMENT

Communication Ethics @ Work 113

CREATE A COLLABORATIVE CLIMATE • MAINTAIN HIGH STANDARDS OF EXCELLENCE • DRAW UPON EXTERNAL SUPPORT AND RECOGNITION • REINFORCE PRINCIPLED LEADERSHIP

Leaders Communicating @ Work 114

9.1.3 Working in Virtual Teams 114 TELEPHONE CONFERENCES • EMAIL AND TEXT COLLABORATION • VIDEOCONFERENCES • WEB-BASED COLLABORATION

#Technology and Communication @ Work 116

9.2 Understanding Team Dynamics 116 9.2.1 Team Roles 116

TASK ROLES • SOCIAL ROLES • INDIVIDUAL ROLES

9.2.2 Team Norms 118 9.2.3 Team Networks 119

ALL CHANNEL • CHAIN NETWORK • WHEEL NETWORK

9.3 Improving Team Dynamics 120 9.3.1 How to Develop Team Ground Rules 120 9.3.2 How to Develop a Team Mission Statement 120 9.3.3 How to Manage Team Status Differences 121 9.3.4 How to Manage Team Power Differences 121 9.3.5 How to Enhance Team Cohesiveness 122

9.4 Approaches to Enhancing Teamwork 123 9.4.1 The Descriptive Approach—Describing

Team Development 123 ORIENTATION • CONFLICT • EMERGENCE • REINFORCEMENT • THE PROCESS NATURE OF TEAMS

9.4.2 The Functional Approach—Understanding Team Functions 124

GOAL FUNCTION • ANALYSIS FUNCTION • IDEA GENERATION FUNCTION • EVALUATION FUNCTION • PERSONAL SENSITIVITY FUNCTION

7.2.3 Sequence Interview Questions 82 FUNNEL SEQUENCE • INVERTED FUNNEL SEQUENCE • TUNNEL SEQUENCE

7.3 Conducting the Interview 83 Leaders Communicating @ Work 83

7.3.1 Open the Interview 83 MAKE A POSITIVE FIRST IMPRESSION • ESTABLISH RAPPORT • CLARIFY INTERVIEW GOALS

7.3.2 Process the Interview 84 INTERVIEWER’S ROLE • INTERVIEWEE’S ROLE

7.3.3 Close the Interview 85 SUMMARIZE THE INTERVIEW • ENCOURAGE FRIENDLY RELATIONS • DISCUSS THE NEXT STEP • EXCHANGE THANK-YOUS

Recap 86

7.4 Interviewing Ethics 86 7.4.1 Interviewer Ethics 87

STATE YOUR PURPOSE IN ADVANCE • ALLOW THE INTERVIEWEE TO MAKE UNCOERCED RESPONSES • ASK UNBIASED QUESTIONS • AVOID UNLAWFUL QUESTIONS • CONVEY HONEST, ACCURATE INFORMATION • RESPECT CONFIDENTIALITY

7.4.2 Interviewee Ethics 88 ANSWER QUESTIONS HONESTLY • KEEP YOUR WORD • RESPECT CONFIDENTIALITY

Summary: Interviewing Principles and Skills 89

8 Interviewing Goals 91 8.1 Information-Gathering Interviews 92

8.1.1 Preparing an Information-Gathering Interview 92 IDENTIFY THE INTERVIEW GOAL • IDENTIFY THE PERSON AND SCHEDULE THE INTERVIEW

8.1.2 Conducting an Information-Gathering Interview 93

OPEN THE INTERVIEW • PROCESS THE INTERVIEW • CLOSE THE INTERVIEW

8.1.3 Following Up an Information-Gathering Interview 94

EXPRESS THANKS • PROCESS YOUR NOTES

Leaders Communicating @ Work 95

TAKE THE NEXT STEP

8.2 Job Interviews 95 8.2.1 Preparing a Job Interview 95 8.2.2 Identify the Interview Goal 95 Communication Ethics @ Work 96

8.2.3 Develop a Resume 96 8.2.4 Identify and Research Appropriate

Organization, Position, and Contact Person 98 8.2.5 Write a Cover Letter 98 8.2.6 Schedule the Interview 100 8.2.7 Conducting a Job Interview 100

OPEN THE INTERVIEW

8.2.8 Process the Interview 101 8.2.9 Close the Interview 102 8.2.10 Following Up on a Job Interview 102

EXPRESS THANKS • FOLLOW THROUGH

x Contents

11 Developing Your Professional Presentation 146

11.1 Confidently Communicating to Others 147 11.1.1 Understanding Your Apprehension 147

WHY DO YOU BECOME NERVOUS? • WHEN ARE YOU MOST LIKELY TO FEEL NERVOUS? • HOW MUCH DOES YOUR NERVOUSNESS SHOW? • HOW CAN YOU USE NERVOUSNESS PRODUCTIVELY?

11.1.2 Tips for Building Your Confidence 148 DON’T PROCRASTINATE • KNOW YOUR AUDIENCE

RECREATE THE SPEECH ENVIRONMENT WHEN YOU REHEARSE • VISUALIZE SUCCESS • BREATHE • CHANNEL YOUR NERVOUSNESS • GIVE YOURSELF A PEP TALK • LOOK FOR FRIENDLY FACES WHEN YOU SPEAK • SEEK SPEAKING OPPORTUNITIES • BE PREPARED

Recap 149

11.2 Consider Your Audience 149 Leaders Communicating @ Work 150

11.2.1 Analyzing your Audience Before You Speak 150

CONSIDER DEMOGRAPHIC INFORMATION • CONSIDER THE PSYCHOLOGICAL PROFILE OF YOUR AUDIENCE

#Technology and Communication @ Work 151

CONSIDER THE SITUATION

11.2.2 Analyzing Your Audience as You Speak 151 OBSERVE EYE CONTACT • OBSERVE FACIAL EXPRESSION • OBSERVE MOVEMENT • OBSERVE RESPONSES • RESPOND TO YOUR OBSERVATIONS

11.2.3 Analyzing Your Audience after You Speak 153 NONVERBAL RESPONSES • VERBAL RESPONSES • SURVEY RESPONSES • BEHAVIORAL RESPONSES

11.3 Select and Narrow Your Topic 153 11.3.1 Determine Your Purpose 153

DETERMINE YOUR GENERAL PURPOSE • DETERMINE YOUR SPECIFIC PURPOSE

11.3.2 Develop Your Central Idea 154 ONE SENTENCE • ONE KEY IDEA • AUDIENCE CENTERED

Recap 155

11.3.3 Generate Your Main Ideas 155

11.4 Support Your Presentation 156 11.4.1 Sources of Supporting Material 156

THE INTERNET • THE LIBRARY • YOU AND PEOPLE YOU KNOW

Communication Ethics @ Work 157

11.4.2 Types of Supporting Material 157 ILLUSTRATIONS • DESCRIPTIONS AND EXPLANATIONS • DEFINITIONS • OPERATIONAL DEFINITION • ANALOGIES • STATISTICS • OPINIONS

Recap 160

11.5 Organize Your Presentation 160 11.5.1 Organizing Your Main Ideas 161

ORGANIZE IDEAS CHRONOLOGICALLY • ORGANIZE IDEAS TOPICALLY • ORGANIZE IDEAS BY IMPORTANCE • ORGANIZE IDEAS BY THEIR COMPLEXITY • ORGANIZE IDEAS SPATIALLY • ORGANIZE IDEAS TO SHOW CAUSE AND EFFECT • ORGANIZE IDEAS BY PROBLEM AND SOLUTION

Recap 163

ADAPT ORGANIZATION TO CULTURAL EXPECTATIONS OF YOUR AUDIENCE • ORGANIZING YOUR PRESENTATION

9.4.3 The Prescriptive Approach—Identifying Team Strategies 125

Summary: Collaborating in Teams 126

10 Enhancing Team Meetings 127 10.1 Meeting Essentials—A Balance of Structure

and Interaction 128 10.1.1 Providing Meeting Structure 129 10.1.2 Encouraging Meeting Interaction 129

10.2 Preparing for Meetings 129 10.2.1 Determining Whether to Have a Meeting 130

WHEN COLLABORATION IS NEEDED • WHEN UNCERTAINTY IS HIGH • WHEN PEOPLE MAY RESIST A DECISION OR A PROPOSED SOLUTION • WHEN INFORMATION COMES FROM MULTIPLE SOURCES • WHEN THE TASK OR PROJECT IS COMPLEX

10.2.2 Determining the Meeting Goal 131 SHARING INFORMATION • DISCUSSING INFORMATION • TAKING ACTION

Leaders Communicating @ Work 132

10.2.3 Developing the Meeting Agenda 132 IDENTIFY MEETING ISSUES AND QUESTIONS • GROUP ISSUES AND QUESTIONS ACCORDING TO MEETING GOALS • ESTIMATE HOW MUCH TIME TO BUDGET FOR EACH QUESTION OR ISSUE • STRATEGICALLY SEQUENCE AGENDA ITEMS

#Technology and Communication @ Work 133

10.2.4 Leading Team Meetings 134 Recap 135

10.3 Planning Problem-Solving Meetings 135 10.3.1 The Nature of Problem Solving 135 10.3.2 The Steps of Problem Solving 136

STEP 1: IDENTIFY AND DEFINE THE PROBLEM • STEP 2: ANALYZE THE PROBLEM • STEP 3: GENERATE POSSIBLE SOLUTIONS • STEP 4: SELECT THE BEST SOLUTION

Communication Ethics @ Work 137

STEP 5: TEST AND IMPLEMENT THE SOLUTION.

Recap 138

10.4 Developing Creative Solutions 138 10.4.1 Traditional Brainstorming 138 10.4.2 Silent Brainstorming—Nominal-Group

Technique 139 10.4.3 Absentee Brainstorming—Delphi

Technique 140 10.4.4 Electronic Brainstorming 140 Recap 141

10.5 Managing Meeting Interaction 141 10.5.1 Facilitating Discussion 141

BE A GATEKEEPER • FOCUS ON THE GOAL • MONITOR TIME • STRUCTURE INTERACTION

Recap 142

10.5.2 Avoiding Groupthink 142 GROUPTHINK TRIGGERS • HOW TO AVOID GROUPTHINK

10.5.3 Reaching Consensus 143 USE METADISCUSSION • LISTEN AND SUMMARIZE • KEEP IT REAL

Summary: Enhancing Team Meetings 144

Contents xi

ENHANCED ATTENTION • ENHANCED UNDERSTANDING • ENHANCED MEMORY • ENHANCED ORGANIZATION • ENHANCED SEQUENCING

12.5.2 Types of Presentation Aids 180 CHARTS • FLIPCHARTS • OVERHEAD TRANSPARENCIES • VIDEO • AUDIO

12.5.3 Designing Presentation Aids 182 MAKE THEM EASY TO SEE • MAKE THEM SIMPLE • DEVELOP A CONSISTENT VISUAL THEME • COMMUNICATE NUMERICAL DATA VISUALLY • CHOOSE A FONT WITH CARE • USE ALL CAPITAL LETTERS SPARINGLY ON PRESENTATION AIDS • USE COLOR TO CREATE A MOOD AND MAINTAIN ATTENTION • DESIGN FOR CONTRAST • USE BLACK AND WHITE EFFECTIVELY • USE A STORYBOARD TO PLAN YOUR MESSAGE

#Technology and Communication @ Work 184

12.5.4 Using Computer-Generated Images 184 USE WORDS SPARINGLY • KEEP SIGHTS AND SOUNDS SIMPLE • APPROPRIATELY TIME THE DISPLAY OF YOUR SLIDES • REPEAT VISUAL ELEMENTS TO CREATE UNITY • USE CLIP ART AND OTHER IMAGES • ALLOW PLENTY OF TIME TO PREPARE YOUR PRESENTATION AIDS

12.5.5 Using Presentation Aids 185 REHEARSE WITH YOUR PRESENTATION AID • MAKE EYE CONTACT WITH YOUR AUDIENCE, NOT WITH YOUR PRESENTATION AID • TALK ABOUT YOUR PRESENTATION AID, DON’T JUST SHOW IT • DO NOT PASS OBJECTS AMONG MEMBERS OF YOUR AUDIENCE • USE HANDOUTS EFFECTIVELY • TIME THE USE OF VISUALS TO CONTROL YOUR LISTENERS’ ATTENTION

Recap 186

Summary: Delivering Professional Presentations 186

13 Informing, Persuading, and Making Special Presentations 188

13.1 Informing Others 189 Leaders Communicating @ Work 189

USE SIMPLE IDEAS • PACE INFORMATION FLOW • USE ADULT LEARNING STRATEGIES • REINFORCE IDEAS NONVERBALLY

13.1.1 Presenting Briefings 190 13.1.2 Presenting Reports 191 13.1.3 Presenting Public Relations Presentations 191 13.1.4 Presenting Training Sessions 191

ANALYZE ORGANIZATIONAL AND TRAINEE NEEDS • ANALYZE THE TRAINING TASK • DEVELOP TRAINING OBJECTIVES • ORGANIZE TRAINING CONTENT • DETERMINE TRAINING METHODS • SELECT TRAINING RESOURCES • COMPLETE TRAINING PLANS • DELIVER TRAINING • ASSESS THE TRAINING PROCESS

#Technology and Communication @ Work 193

13.2 Persuading Others 194 13.2.1 Principles of Persuasion 194

PEOPLE RESPOND TO RESOLVE DISSONANCE • PEOPLE RESPOND TO MEET NEEDS • PEOPLE RESPOND TO FEAR MESSAGES • PEOPLE RESPOND TO POSITIVE MESSAGES

Communication Ethics @ Work 195

13.2.2 Strategies for Persuading 196 EFFECTIVELY ESTABLISH YOUR CREDIBILITY • EFFECTIVELY AND ETHICALLY USE EVIDENCE AND REASONING

Recap 198

FOR THE EAR • PREVIEWS • VERBAL TRANSITIONS • NONVERBAL TRANSITIONS • SUMMARIES

11.5.2 Introducing Your Presentation 164 GET THE AUDIENCE’S ATTENTION • INTRODUCE THE TOPIC • GIVE THE AUDIENCE A REASON TO LISTEN • ESTABLISH YOUR CREDIBILITY • PREVIEW YOUR MAIN IDEAS

11.5.3 Concluding Your Presentation 165 SUMMARIZE THE SPEECH • REEMPHASIZE THE CENTRAL IDEA IN A MEMORABLE WAY • MOTIVATE THE AUDIENCE TO RESPOND • PROVIDE CLOSURE

Recap 165

11.5.4 Outlining Your Presentation 165 PREPARATION OUTLINE • DELIVERY OUTLINE

Sample Speech by Douglas Starr 166

Summary: Developing Your Professional Presentation 168

12 Delivering Professional Presentations 169

12.1 Methods of Delivering Your Presentation 170 12.1.1 Manuscript Speaking 170 12.1.2 Memorized Speaking 171 12.1.3 Improvising—Impromptu Speaking 171

IDENTIFY THE NUMBER OF POINTS YOU WISH TO MAKE • ORGANIZE BEFORE YOU SPEAK • BE BRIEF • SPEAK HONESTLY AND DRAW ON PERSONAL EXPERIENCE • ALWAYS KEEP YOUR AUDIENCE IN MIND

12.1.4 Conversing—Extemporaneous Speaking 172 Recap 172

12.2 Effective Delivery Strategies 172 12.2.1 Look Up—Maximize Eye Contact 173 12.2.2 Move Meaningfully—Use Appropriate

Gestures, Movement, and Posture 173 GESTURES • MOVEMENT • POSTURE

12.2.3 Express Emotions—Use Appropriate Facial Expressions 174

12.2.4 Look Good—Monitor Personal Appearance 175

12.2.5 Speak Clearly—Use Appropriate Vocal Delivery 175

VOLUME • ARTICULATION • PRONUNCIATION • DIALECT • PITCH • RATE

Leaders Communicating @ Work 177

12.2.6 Speak Up—Tips for Using a Microphone 177 Recap 177

12.3 Adapting Your Presentation for the Media 178 CONSIDER TONING DOWN YOUR GESTURES • DRESS FOR VIDEO SUCCESS • MONITOR YOUR FACIAL EXPRESSIONS • KEEP IT SHORT • CHOOSE YOUR WORDS WITH CARE AND STYLE • BECOME FAMILIAR WITH THE TECHNOLOGY BEFORE YOU SPEAK

12.4 Responding to Questions 178 PREPARE • REPEAT OR REPHRASE THE QUESTION • ASK YOURSELF THE FIRST QUESTION • STAY ON MESSAGE • LISTEN CAREFULLY AND NONJUDGMENTALLY • NEUTRALIZE HOSTILE QUESTIONS • USE ORGANIZATIONAL SIGNPOSTS • SIGNAL WHEN THE Q&A PERIOD IS CONCLUDING

12.5 Presentation Aids 180 12.5.1 Why Use Presentation Aids? 180

xii Contents

USE EMOTION EFFECTIVELY AND ETHICALLY TO PERSUADE • ORGANIZE YOUR PERSUASIVE MESSAGE EFFECTIVELY

Recap 203

13.2.3 Presenting to Sell 203 13.2.4 Developing Your Sales Message 204

HOOK YOUR LISTENER • IDENTIFY THE CUSTOMER’S KEY ISSUE • MAKE THE RECOMMENDATION • STRESS BENEFITS, NOT FEATURES • MAKE THE CLOSE • RESPOND TO OBJECTIONS

Leaders Communicating @ Work 206

13.3 Making Special Presentations 206 13.3.1 Introducing Others 207 13.3.2 Presenting an Award 207 13.3.3 Accepting an Award 207 13.3.4 Making a Toast 208 Summary: Informing, Persuading, and Making Special Presentations 208

14 Writing for Business 210 14.1 Developing Business Writing Skills 211

14.1.1 Organizing the Document 211 14.1.2 Writing with Appropriate Style 212

USE APPROPRIATE TONE AND VOCABULARY • USE UNBIASED LANGUAGE

14.1.3 Writing with Clarity 213 USE SUBORDINATION • AVOID REDUNDANCY • DO NOT OVERUSE INTENSIFIERS • AVOID TELEGRAPHIC LANGUAGE

#Technology and Communication @ Work 213

14.2 Using Technology and Email 214

14.2.1 Learning to Use Technology Effectively 214 CONSIDER THE QUALITIES OF THE MESSAGE • CONSIDER THE EMOTIONAL IMPACT OF THE MESSAGE • FOLLOW THE COMMUNICATION NORMS OF THE ORGANIZATION • USE MULTIPLE CHANNELS

14.2.2 Using Email 216 Communication Ethics @ Work 217

14.3 Writing Business Letters 217 14.3.1 Correspondence 217

DEVELOP GOODWILL • INCLUDE STANDARD ELEMENTS OF CORRESPONDENCE • DELIVER BAD NEWS TACTFULLY • USE A STANDARD FORMAT

14.3.2 Complaint Letters 218 Leaders Communicating @ Work 220

14.4 Writing Business Documents 220 14.4.1 Memos 220

HEADING • BODY • CLOSING

14.4.2 Progress and Activity Reports 221 14.4.3 Sales Proposals 221

OUTLINE THE PROBLEM • DISCUSS YOUR APPROACH • DESCRIBE THE BENEFITS • MENTION SCHEDULE AND COSTS

14.4.4 Formal Reports 223 FRONT MATTER • BODY • BACK MATTER

Summary: Writing for Business 224

Appendix 225

Glossary 235

Notes 241

Credits 260

Index 265

xiii

Preface

T o be effective in the twenty-first-century work- place, you need to be able to communicate and influence others in positive and ethical ways.

We agree with James Hume’s well-crafted epithet: “The art of communication is effective leadership.” Conse- quently, this book is about two things: communication and leadership. Communication and work go hand in hand; it’s hard to talk about the workplace without also talking about the communication that makes work hap- pen, from developing relationships with co-workers to building work teams and making presentations. Closely linked to any discussion of workplace communication is the art and science of leading others. As with our previ- ous successful editions, the purpose of this revision is to prepare readers for the communication and leader- ship demands of the modern workplace. We do this by presenting key communication principles and skills and emphasizing how to apply those principles and skills in order to lead and be successful in business and profes- sional settings.

What’s New in This Edition We are grateful to both students and faculty who have provided excellent confirming comments and construc- tive suggestions to enhance this book. Responding to their suggestions, we’ve made several revisions to this new edition.

Stronger Emphasis on Application Recognizing the importance of using communication skills in today’s workplace, the latest edition provides interactive practice opportunities in the form of writing exercises, and highlights real-world examples that show the relationship between solid communication skills and career advancement.

• Each chapter now closes with an interactive Shared Writing exercise that promotes discussion and prompts the reader to reflect on chapter topics and apply learned skills.

• New Career Corner feature boxes investigate the connection between successful careers and mastery of communication skills. Examples include tips for achieving career advancement by helping others listen more effectively, and a discussion of the key difference between simply regurgitating information and effec- tively communicating.

Increased Focus on Technology in a Global World New technological tools have an ongoing impact on the global workplace and on our communication. In each edition we increase our coverage of digital communication and its influence. Updated #Technology and Communi- cation @ Work features explore the latest communication technology, such as how …